This opportunity is based in Granada

Customer Support (English/French or German)

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If you are looking to bring your talent to an A-Team who is supporting customers with the “best kept secret” technology in the Industry, we need to talk!

 

SecuTix is a global software company providing the industry-leading SaaS Ticketing Engagement Platform, helping our customers to boost ticket sales and enhance audiences’ experience before, during and after events. Our solution is used by the largest sport clubs and stadiums, live entertainment businesses, and leading museums and cities, managing annual sales of about 45 million tickets. Among our customers are Opéra National de Paris, the UEFA, Centre Pompidou, Aspro Parks, Saracens, Paléo Festival and more.

We are a successful and recognized software company in the European market, and we are significantly expanding our operations in the US!

 

 

In this role

You will join a global customer support team who is dedicated to a high customer satisfaction experience through a group of experts handling of worldwide customer inquiries.

 

Responsibilities

Include, but are not limited to the following:

  • Response to customer inquiries across communication channel (CRM and phone).
  • Analyses and investigate the details of the customer’s inquiry and does the necessary research to respond accurately and completely while maintaining SecuTix Processes and Policy.
  • Ensure escalated inquiries have been resolved and that the customer is satisfied with the outcome.
  • Meet predefined SLA’s ensuring the customer’s request has been fully resolved to their satisfaction
  • Redirect customer inquiries to the appropriate department, member staff or manager if unable to resolve and keeps customer informed of the progress.
  • Identifies the root cause of customer issues and takes actions to prevent future contacts.
  • Handles complicated customer issues with patience and perseverance
  • Organize and conduct regular meetings with our key customers showing incident delivery status and overall performance (SLA)
  • Be on duty outside business hours including weekends and bank holidays

What we offer

  • A challenging and professional working environment in a dynamic international team with extensive expertise
  • Exciting projects with latest technologies
  • An organization with flat hierarchies and collaborations across business departments
  • Promoting environment with an attractive real prospect for your professional and personal development.
  • Flexible working hours, excellent team spirit and others benefits (health insurance, tickets restaurant, etc) 
  • Good work-life balance (2 days per week from home)

About your profile

  • Holding a bachelor’s degree in computer science, telecommunications or network engineering
  • More than 2 years’ experience as Customer Support specialist in a IT service company
  • SQL: Programming language for querying, manipulating and managing databases
  • Strong critical thinking and troubleshooting skills. Capable of approaching problems logically and rationally to ensure an effective resolution is met.
  • Expertise working with a CRM (MS Dynamics is a +)
  • Demonstrate strong collaboration skills
  • Writes and communicates clearing and effectively when responding to a customer request with a keen focus on customer satisfaction.
  • Resourceful and creative when solving problems and developing ideas.
  • Adapts and learns new technology quickly and easily, including new applications and tools.
  • Curious and passionate about learning new skills and subjects.
  • Displays a service/supportoriented attitude to ultimate customers. 
  • Languages: English (Fluent) or/and  French (Native/fluent) or/and German 
  • The position is based in Granada (ES)

If you are INTERESTED in applying for this position, please send us your complete application (CV, cover letter, letter of reference, diplomas and certificates).

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